Complaints Policy Statement
Metal Clay Academy is committed to providing high-quality training, workshops and customer service. We welcome feedback and view complaints as an opportunity to improve our services. We are committed to handling complaints fairly, consistently, confidentially and without discrimination.
Complaints Policy & Procedure
This policy ensures all students, workshop participants, and studio members have access to a fair, transparent, and consistent process for raising grievances regarding products, and services provided by Metal Clay Academy including jewellery making courses, workshops, equipment, instructor performance, assessments and feedback. Students, workshop participants, third party tutors, contractors and retail customers may use this complaints procedure.
Phase 1: Informal Resolution
- Speak directly to your workshop instructor or studio manager at the time of the issue.
- Alternatively, email your concern informally within 5 working days of the workshop or session..
- We aim to resolve minor issues immediately or within 2 working days.
Phase 2: Formal Complaint
- Submit a formal complaint if informal resolution fails, or if the matter is serious (e.g., grading disputes, health and safety issues, or staff misconduct).
- Email [email protected] with the subject "Formal Complaint – [Your Name]".
- State the specific course name, date, instructor, tools/materials involved, and your desired outcome.
Phase 3: Investigation & Response
- We aim to acknowledge your written complaint within 2 working days.
- A senior member of staff will investigate the matter impartially.
- This may include inspecting studio logs, reviewing safety records, or interviewing staff.
- You will receive a full written decision and resolution proposal within 10 working days.
Phase 4: Final Appeal
- Appeal the decision in writing within 5 working days if you are unsatisfied with the outcome.
- Metal Clay Academy will conduct an independent review of the investigation.
- Metal Clay Academy will issue a final company decision within 10 working days.